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Form of work
Salary Starting salary is 26k, we will put you on a qaulification for FA2, once you have passed this, your salary will go upto 30k.
The Transfer and Retirement Guidance team are looking for their next Specialist.
In the role you will provide e-mail and telephone-based guidance/support (factual information, non-advised) to the members wanting to, or considering:
o Transferring out (retention of existing business)
o Transferring in (conversion of additional business)
o Additional contributions (conversion of additional business)
o Retirement (conversion from a pension saving to a pension income solution)
Key Responsibilities will include:
- Balance availability for inbound calls with proactively managing outbound call workloads via:
o Allocated data-lists (members requesting to transfer-out with a certain pot-size or based on
the category of the receiving entity)
o Call-back requests (based on a real-time calendar of available slots)
- When engaging with a member
o Check and validate their identity and make prescribed disclosures (e.g. calls recorded)
o When first engaging:
o Confirm their need and create a case on the system
o Ensure all contact details on the system are complete and up to date.
- Ask questions and provide information and guidance to enable the member to make an informed decision about:
o Keeping their ‘pot’ with TPP or transferring it to another provider
o Transferring in other ‘pots’ to TPP
o Making additional contributions (lump-sum or regular payments directly to TPP or via their employer)
o Retirement (conversion from a pension accumulation to a pension decumulation solution)
In order to be effective at this role you will:
• A good knowledge of pension accumulation and decumulation options and solutions.
• Be able to make sound, fair and compliant judgements to ensure the desired outcome for both the Company and customer.
• Be confident and experienced in dealing with factual and sometimes challenging customer interactions.
• Handle interactions to the highest standard of customer care and resolve them satisfactorily.
• Be able to work effectively and quickly despite ambiguity.
• Question existing working practices and help evolve better ways of working that produce better outcomes for customers.
